Customer Success Specialist

As an Azeus Convene Customer Success Specialist, your will be the dedicated Account Manager for your assigned customers, overseeing their entire journey as serving as the intial point for escalation. You will work closely with our dedicated Sales, Marketing, and Support teams to drive customer engagement, retention, and expansion. You will ensure customers are fully utilizing Convene both during post-sales implementation. Reporting to the Head of Customer Success in Europe, you will be responsible for the onboarding, growth, customer relationship management, and retention of your allocated accounts.

Additionally, you will proactively engage with existing customers to help them derive maximum value from Convene, while identifying opportunities for upselling based on data-driven insights. Your goal is to build strong, lasting relationships that drive customer satisfaction, loyalty, and long-term success.

Role and Key Responsibilities

Customer Engagement & Retention

• Organize and host customer webinars to share best practices, showcase new features, and demonstrate real-world applications of Convene.
• Actively contribute to LinkedIn groups, fostering discussions and encouraging knowledge-sharing among customers.
• Analyse customer feedback from webinars, LinkedIn groups, and direct interactions to identify trends and improvement areas.
• Ensure customers receive continuous training and guidance to maximize their use of Convene, improving retention rates.
• Engage regularly with existing customers to successfully guide them through the implementation process from start to finish, putting the customer at the heart of everything you do to ensure success.

Strategic Upselling & ABM Approach

• Conduct regular customer usage analysis to assess how customers interact with Convene and identify opportunities for expansion.
• Work with Sales and Marketing to implement a “few-to-few” Account-Based Marketing (ABM) approach, tailoring upsell recommendations based on the purchasing behaviour of similar customers.
• Provide customer success reviews to highlight underutilized features and suggest add-ons that align with business needs.

Operational & Reporting Responsibilities

• Engage with existing customers via email, phone, remotely and, if required, on site, providing responses to their requirements on a proactive and timely manner.
• Develop customer success reports, tracking engagement levels, feature adoption, and potential upsell opportunities.
• Produce blog content on new and existing Convene features, showcasing how customers can enhance their usage.
• Update and manage HubSpot CRM, ensuring accurate records of customer interactions and upselling potential.
• Attend conferences and exhibitions to engage with both prospective and existing customers.

Required Skills & Qualifications

• Strong communication and interpersonal skills, with the ability to build long-term customer relationships.
• Experience in customer success, account management, or sales within a SaaS or technology-driven environment.
• Ability to analyze customer usage data and translate insights into actionable retention and upsell strategies.
• Proficiency with CRM tools such as HubSpot and familiarity with ABM methodologies is a plus.
• Experience with webinar hosting, content creation, or community engagement is desirable.